El creciente papel de la movilidad en el lugar de trabajo

A Custom Technology Adoption Profile Commissioned By Cisco SystemsThe Expanding Role Of Mobility In The WorkplaceFebruary 2012Corporate Mobility Initiatives Gain MomentumWorkers are increasingly mobile, and a majority of enterprises are focused on supporting the growing number ofemployees who use mobile devices such as smartphones and tablets to do their work at the office, at home, andwhile traveling. In fact, results from the Forrsights Networks And Telecommunications Survey, Q1 2011, show that64% of firms in Europe and North America identify providing more mobility support for employees as a toppriority. 1 Corporate mobility momentum will continue as an increasing number of employees purchase and usetheir personal smartphones for work-related activities, and a growing number of enterprises support bring-your-own-device (BYOD) programs to cost efficiently mobilize their workforce.Mobile applications and services firms are broadening their solutions to address the needs of line-of-businessworkers in particular roles such as sales, marketing, customer service, and support. Our research revealed thatleading activities workers access on both smartphones and tablets include accessing the employee intranet or portaland using email and/or calendar applications. However, there are also variances, depending on the type of deviceused. For example, smartphones are primarily used to read or view documents while tablets are more likely to beused to edit documents, access a web meeting, or perform processor-intensive activities such as analytics. The keybenefits business units achieve from these mobility applications include increased employee responsiveness anddecision-making speed, resolving internal issues faster, and increasing worker productivity.Enterprises Prioritize Many Mobility Activities And Open Doors To Employee DevicesThe increasingly mobile and remote workforce is driving many enterprises to support a wide range of mobilepriorities as part of their overall corporate mobility strategy (see Figure 1). • Expanding the range of connected mobile devices is a key priority for many enterprises. Between 42% and 47% of firms are expanding the breadth or depth of connected device support for employees. One of the principle requirements for these connected device activities include supporting more handheld devices, smartphones, and tablets that may run on new types of mobile device operating systems from Apple and Android. In addition, many firms are also concerned with improving mobile security of these devices. • Some firms are focusing on corporate mobility strategy and policy development. Survey results show that 31% to 33% of companies are developing and implementing corporate mobility strategies and policies. As enterprises expand support for new types of mobile devices and applications, they are also investing time and resources into documenting their corporate mobility strategies and policies for employees, partners, suppliers, and customers.

Forrester ConsultingThe Expanding Role Of Mobility In The Workplace • Enterprises are also supporting more mobile applications. Between 28% and 31% of firms are supporting more mobile applications for employees. These mobile apps include applications for road warriors and sales executives who work outside of the office, as well as mobile applications for employees who work inside the office. Examples of inside-the-office applications are mobile expenses and time sheets, which admin assistants can access while they are away from their desks.Figure 1Key Mobile Priorities Include Providing Employees With More Device, Application, And Development Support “What are your firm’s top mobile priorities during the next 12 months?” Support more connected mobile handlheld 47% devices/smartphones Extend internal systems for mobile access 46% Implement/improve mobile security 45% Support connected touchscreen tablets or slates 42% Develop a comprehensive corporate mobile strategy 33% Implement corporate mobility strategies or policies 31% Provide more support for mobility applications for 31% out-of-office users Provide more mobile support for customers 29% Support more mobile applications for employees who 28% work in the office Work more with third-party providers to provide 14% management of mobility Hire IT personnel with mobile application 13% development/deployment and support skills Help implement business mobile marketing 12% platforms/campaigns Evaluate or implement a mobile middleware solution 10% Base: 148 respondents from companies with between 100 and 1,500 employees In Europe and North AmericaSource: Forrsights Networks And Telecommunications Survey, Q1 2011The corporate mobile device operating system landscape is becoming fragmented — with new mobile devices fromApple and Android making their way into organizations from a growing number of employees who purchase andpay for the smartphones or tablets they use for work (see Figure 2). Results from Forrsights Workforce Survey, Q42011, show that 45% of information workers are interested in choosing the mobile phone or smartphone they usefor work, and 40% of information workers would also like to choose the tablets they use at work. Many employeesare also willing to pay for these personally selected mobile devices. In fact, 23% of information workers are willingto contribute to paying for their personally selected mobile phones or smartphones, and 20% are willing tocontribute to paying for their personally selected tablets.Page 2

Forrester ConsultingThe Expanding Role Of Mobility In The WorkplaceFigure 2Many Employees Want The Flexibility To Select And Purchase The Mobile Device They Use for Work “What is your level of interest in being allowed “What is your level of interest in being to bring your own mobile phone/smartphone as allowed to bring your own tablet (e.g., iPad) your work mobile/smartphone?” as a work device?” I’d like to choose my own mobile/smartphone but wouldn’t I don’t care about choosing my 45% 41% pay anything out of my own work tablet pocket I’d like to choose my own tablet but I don’t care about choosing my 32% wouldn’t pay anything out of my 40% work mobile/smartphone own pocket I’d be willing to contribute some I’d be willing to contribute some of of my own money to get the 23% my own money to get the tablet of 20% mobile/smartphone of my choice my choice Sample Size = 322 respondents from Sample Size = 286 respondents from companies between 100 and 1,500 companies between 100 and 1,500 employees employeesSource: Forrsights Workforce Survey, Q4 2011The fragmented corporate mobile device landscape will gain momentum as more employees use their personallyowned mobile devices to complete work activities. Forrsights Networks and Telecommunications Survey, Q1 2011,results show that 46% of firms provide some support to some personal devices employees bring into the office (seeFigure 3). Support for personal mobile devices ranges from providing limited support to certain types of personalmobile devices to providing complete end-to-end support to all personal devices.Page 3

Forrester ConsultingThe Expanding Role Of Mobility In The WorkplaceFigure 346% Of Enterprises Provide Some Level Of Support To Some Personally Owned Mobile Devices “What is your firm’s official IT policy for supporting employee personally owned mobile devices (cell phones, smartphones, and tablets)?” (Does not include laptops) IT does not provide any support for personal 30% mobile devices Our firm’s official policy prohibits use of personal 17% mobile devices IT provides limited support to all personal mobile 16% devices IT supports all personal mobile devices 14% IT provides limited support to certain types of 10% mobile devices We don’t have an official policy regarding IT 7% support for personal mobile devices IT supports certain types/models of personal 6% mobile devices Other 1% Base: 148 respondents from companies with between 100 and 1,500 employees in Europe and North AmericaSource: Forrsights Networks And Telecommunications Survey, Q1 2011Enterprises Are Expanding Mobility And Collaboration Application DeploymentMany companies have implemented and/or are expanding their implementation of a wide variety of mobility andcollaboration applications. In a survey commissioned by Cisco Systems, line-of-business decision-makers (e.g.,from operations, sales, finance, and corporate management) identified the organization’s current and plannedmobility and collaboration applications deployment for smartphones and tablets (see Figure 4). • Viewing documents and accessing employee portals, email, or calendars are widely deployed apps. More than 70% of surveyed respondents have deployed applications that enable employees to view documents, spreadsheets, or presentations. In addition, push email remains a critical mobile application, and 65% of firms have implemented or are upgrading their implementation of this application. Another 16% of firms are planning to implement email or calendar applications. • Video and photo application deployment activities are gaining momentum. More than half (52%) of surveyed organizations have implemented or are expanding implementation of applications enabling employees to watch videos on mobile devices. In addition, 47% of firms are implementing or expanding deployment of apps enabling employees to take work-related photos or videos. Thirty-eight percent of surveyed firms have implemented web meeting applications, and another 26% of firms are planning to implement these applications.Page 4

Forrester ConsultingThe Expanding Role Of Mobility In The Workplace • Emerging demand for deploying many different types of applications. Line-of-business decision-makers are planning to implement additional types of applications in the future. In fact, 30% of firms are planning to implement videoconferencing applications and 26% are planning to implement web meeting applications. Providing employees with access to intranet or portal sites is on the implementation plans for 23% of organizations, and 21% of firms are planning to implement team portal applications.Figure 4Enterprises Are Expanding Deployment Of Many Different Types Of Collaborative Applications “In regard to the following types of collaborative applications that can be used on your smartphone and/or tablets, how much of a driver is it for your business initiatives?” Expanding/upgrading implementation Implemented, not expanding Planning to implement Interested but no plans Not interested 4% Reading or viewing documents, spreadsheets, 26% 46% 14% 6% or presentations 4% Access employee intranet/portal 30% 36% 23% 3% Access to email and/or calendar 26% 39% 16% 9% 9% Watching video 11% 41% 9% 9% 24% Editing documents, spreadsheets, or presentations 24% 23% 17% 16% 11% Processor-intensive activities like analytics or modeling 21% 26% 10% 13% 23% Access social networking 19% 29% 13% 16% 23% Taking work-related photos and/or videos 13% 34% 9% 11% 29% Team portals 17% 27% 21% 14% 16% Web meeting 9% 29% 26% 13% 17% Company- or industry-specific aplication that 17% 17% 20% 19% 20% is created by the company Instant messaging 11% 20% 19% 11% 34% Videoconferencing 13% 14% 30% 19% 20% Base: 70 senior-level decision-makers at enterprises in US, Canada, UK, and Germany with between 100 and 1,500 employeesSource: A commissioned study conducted by Forrester Consulting on behalf of Cisco Systems, February 2012Workers Use Their Smartphones And Tablets To Engage In A Variety Of ActivitiesEmployees engage in many different types of work-related activities using their smartphones and tablets. There arecommonalities as well as clear differences in the types of applications employees use on their smartphone and tabletdevices (see Figure 5). • Reading or viewing documents, spreadsheets, or presentations are top smartphone activities. For some activities, one device dominates employee usage. For example, 82% of workers use smartphones to read or view documents, spreadsheets, or presentations, while only 36% of employees engage in these work activities using tablets. In comparison, tablets are much more likely to be used for editing activities as compared withPage 5

Forrester ConsultingThe Expanding Role Of Mobility In The Workplace smartphones. In fact, 44% of employees use tablets to edit documents, spreadsheets, or presentations, while only 17% of employees report using their smartphones for these activities. • Tablets are often used for analytics and modeling as well as to access web meetings and videoconferences. Device form factors also impact employee adoption of particular activities. For example, the larger screen size and processing power of tablets makes these devices ideal for analytics and modeling activities, enabling access to web meetings, and supporting videoconferences. Survey results show that 43% of employees use their tablets to access web meetings, 40% engage in processor-intensive analytics activities, and 33% use tablets to access videoconferences. In comparison, only 10% to 13% of employees use their smartphones to engage in these activities. • Accessing email, calendar, and intranet or employee portal sites lead the way for both devices. Two of the top three work-related activities employees engage in are the same for smartphone and tablet users. Specifically, more than three-quarters (76%) of employees who use smartphones and 63% of tablet users access their employee intranet or portal sites using these mobile devices. Accessing email and calendar applications are also an important activity for employees. In fact, 57% of smartphone and 64% of tablet users access email or calendar applications from the devices they use at work.Figure 5Usage Differences Are Evident From Employee Adoption Of Activities On Their Smartphones Versus Tablets “What types of work activities do employees currently use their smartphones and/or tablets for?” (Select all that apply) Access employee intranet/portal 76% 63% Access to email and/or calendar 57% 64% Reading or viewing documents, spreadsheets, or presentations 82% 36% Access social networking 47% 41% Watching video 47% 33% Taking work-related photos and/or videos 50% 27% Team portals 26% 41% Editing documents, spreadsheets, or presentations 17% 44% Smartphones Web meeting 13% 43% Tablets Instant messenging 33% 21% Processor-intensive activities like analytics or modeling 9% 40% Videoconferencing 10% 33% Company- or industry-specific application that 10% 29% is created by the company Base: 70 senior-level decision-makers at enterprises in US, Canada, UK, and Germany with between 100 and 1,500 employeesSource: A commissioned study conducted by Forrester Consulting on behalf of Cisco Systems, February 2012Page 6

Forrester ConsultingThe Expanding Role Of Mobility In The WorkplaceBenefits And Challenges To Mobile App And BYOD Deployment Must Be EvaluatedAs firms expand the breadth of mobile applications and collaboration services deployed to employee-owneddevices, they must evaluate the benefits and challenges associated with supporting these initiatives. So, what types ofbenefits have business units achieved from deploying mobile solutions (see Figure 6)? • Increased employee responsiveness, decision-making speed, and issue resolution are key benefits. The top benefit to deploying mobility solutions for smartphones and tablets are increased employee responsiveness and decision-making speed, with 76% of respondents identifying these benefits to mobility solution implementation. In addition, nearly 60% of firms indicate that faster internal issue resolution is a benefit experienced as a result of deploying mobility solutions for smartphones and/or tablets. • Customer-focused benefits are also achieved from mobility solution implementation. Between 43% and 46% of survey respondents identified customer-related benefits, such as faster customer issue resolution and improved customer satisfaction, as key benefits to implementing mobility solutions for smartphones and tablets.Figure 6Improving Employee Responsiveness, Issue Resolution, And Customer Satisfaction Are Key Mobility Benefits “What benefits, if any, has your business unit or organization experienced as a result of deploying mobility solutions around smartphones and/or tablets (e.g., mobile devices and/or mobile applications)?” (Select all that apply) Increased employee responsiveness and decision-making speed 76% Faster internal issue resolution 59% Increased worker productivity 47% Faster customer issue resolution 46% Improved customer satisfaction 43% Reduced fuel, gas, or fleet maintenance costs 29% Reduced sales cycle time 23% Increased sales revenues 17% Competitive differentiation 14% It’s too soon to tell 13% Improved brand perception 10% Reduced inventory costs 4% Base: 70 senior-level decision-makers at enterprises in US, Canada, UK, and Germany with between 100 and 1,500 employeesSource: A commissioned study conducted by Forrester Consulting on behalf of Cisco Systems, February 2012Firms that are deploying BYOD programs to support employees’ personally owned smartphones and tablets mustaddress some key issues (see Figure 7). • Network and customer data security concerns are top issues. As momentum for supporting employee- owned devices builds, firms must consider the security implications of allowing personal mobile devices intoPage 7

Forrester ConsultingThe Expanding Role Of Mobility In The Workplace the office. Between 56% and 59% of surveyed organizations are concerned with network and customer data security issues. Securing customer’s personally identifiable information is particularly critical because it is critical to validate the identity of individuals who are watching and receiving a particular application, content, or service. • Device security is an issue as new types of mobile devices and operating systems are supported. As an increasing number of firms open their doors to new types of mobile devices, operating systems, and solutions, there is increased demand on ensuring security across all types of devices. Enterprises must ensure the security of new types of mobile devices, form factors, and operating systems (e.g., iPhones, Android devices, and iPads). For example: How will firms deal with devices that are lost or stolen? How will firms ensure that corporate content on personal devices is wiped when employees leave the organization or change jobs?Figure 7Security Concerns And Compatibility Issues Are Key Challenges To Supporting Employee Owned Devices “What are your firm’s concerns (if any) with supporting employee personally owned mobile smartphones and tablets?” (Select all that apply) Network security concerns 59% Customer data security concerns 56% Device security (e.g., some devices are not sufficiently 44% secure) Not compatible with existing infrastructure 41% Internal corporate data security concerns 37% Doesn’t want to allow applications that we can’t control 33% Lack of business executive sponsorship 27% Costs to support them are too high 26% Regulatory requirements 26% Lack of internal IT resources or skills 17% None, we don’t have any concerns 6% Base: 70 senior-level decision-makers at enterprises US, Canada, UK, and Germany with between 100 and 1,499 employeesSource: A commissioned study conducted by Forrester Consulting on behalf of Cisco Systems, February 2012Firms Must Prepare For Mobile Application, Solution, And BYOD Program MomentumMobility initiatives are a key component to overall corporate strategic initiatives, and many firms are expandingtheir support of mobile devices and solutions. A key factor driving this mobility expansion is the growing trend forfirms to support employee personally owned mobile smartphones and tablets. • Expect line-of-business decision-makers to expand their mobility initiatives. Requirements for corporate mobility initiatives are no longer the sole responsibility of the IT organization. Line-of-business employeesPage 8

Forrester ConsultingThe Expanding Role Of Mobility In The Workplace from many different organizational units (e.g., sales, operations, corporate executives, etc.) are increasingly involved in guiding mobile device, application, and service requirements for their individual business units. • Prepare to support employee-owned smartphone and tablet devices. Many workers would like to choose the smartphones or tablets they use for work, and some of these employees are also willing to paying for these personally selected mobile devices. The fragmented corporate mobile device landscape will gain momentum as more employees use their personally owned mobile devices to complete work activities. • Broaden the range of mobile applications and services deployed to employees. Line-of-business workers and employees are pressuring enterprises to expand the variety of mobility and collaboration applications. Leading applications and services used by employees vary depending on the type of device. Viewing documents and accessing email or calendar are broadly deployed across both smartphones and tablets. However, video, IM/conferencing, and analytics applications are more prevalent among tablet users.MethodologyThis Technology Adoption Profile was commissioned by Cisco Systems. To create this profile, Forrester leveragedits Forrsights Networks and Telecommunications Survey, Q1 2011, and Forrsights Workforce Survey, Q4 2011.Forrester Consulting supplemented this data with custom survey questions asked of 70 North American andEuropean senior-level decision-makers who are responsible for mobility decisions around smartphones and/ortablets at organizations in the US, Canada, UK, and Germany, with between 100 and 1,499 employees. Surveyquestions were related to the benefits, concerns, activities and drivers of using smartphones and/or tablets in theworkplace. The auxiliary survey was conducted in January 2012. For more information on Forrester’s data paneland Tech Industry Consulting services, visit www.forrester.com.Endnotes1 The base is 148 respondents from companies with between 100 and 1,500 employees in Europe and NorthAmerica. Source: Forrsights Networks And Telecommunications Survey, Q1 2011.About Forrester ConsultingForrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Rangingin scope from a short strategy session to custom projects, Forrester’s Consulting services connect you directly with research analysts whoapply expert insight to your specific business challenges. For more information, visit www.forrester.com/consulting.© 2012, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best availableresources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar,and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Foradditional information, go to www.forrester.com. [1-JY687D]Page 9

El creciente papel de la movilidad en el lugar de trabajo

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El creciente papel de la movilidad en el lugar de trabajo Document Transcript